When a customer calls your business, your agents have just a few seconds to figure out who they’re speaking to—and why. Without the right tools, that first impression can feel rushed, impersonal, or worse—repetitive.
That’s where Call Pop (also known as screen pop) comes in. It’s a VoIP feature that displays key customer details—like their name, company, open tickets, and past interactions—instantly when the phone rings.
And it matters. 86% of customers say a good experience turns them into loyal brand advocates—yet only 1 in 3 feel support teams consistently deliver¹. It’s a gap that costs SMBs retention, revenue, and growth.
In this article, we’ll break down how Call Pop works, when it’s most useful, and how it helps boost performance across key support and sales KPIs.
Key Takeaways
- Call Pop integrates with your existing tools, so it’s easy to set up and start using. interactions with the company and get a quick overview of their previous issues, orders, and requests. Faster and more personalized customer support also saves a lot of your employees’ time. So what’s not to like?
- It helps improve performance metrics like AHT, FCR, and customer satisfaction.
- Call Pop gives agents instant context by showing key caller details as soon as the phone rings.
Want to see Call Pop in action? Connect your CRM for key customer details with every call.
What Is Call Pop?
The phone rings, and just before your agent answers, a small window appears on their screen. It shows who’s calling, their phone number, the company they’re with, and any relevant notes pulled from your CRM or helpdesk—like past interactions, recent purchases, or open tickets.
That’s Call Pop.
As soon as a call comes in, your calling software pulls existing customer data from connected tools—like HubSpot, Salesforce, or Zendesk—and displays it instantly.
Never switch tools again—get real-time customer data instantly.
Why Is Call Pop Important?
In busy contact centers, seconds matter—and so does context. Call Pop gives agents the information they need before they say hello, for more personalized service, faster.
Here’s how Call Pop supports your most important KPIs:
- Reduce Average Handle Time (AHT): Agents can jump straight into solving the issue instead of collecting basic details—cutting minutes off every call.
- Improve First Call Resolution (FCR): When agents start with the right context, they resolve more issues on the first try—no need for callbacks or escalations.
- Lower Call Abandonment Rate: Quicker conversations free up phone lines faster, so more callers get through without dropping off.
- Enhance Customer Satisfaction: When customers feel recognized and understood from the first moment, satisfaction scores go up.
- Increase Agent Efficiency: With less tab-switching and more context, agents stay focused and productive—even during peak hours.
How Does Call Pop Work?
Call Pop may feel instant to your agents—but behind the scenes, it runs on a simple, reliable flow powered by your integrations. Here’s how it works, step by step:
1. A Call Comes In
The moment a customer dials your business number, your calling software identifies the incoming phone number and checks it against your connected CRM or helpdesk.
2. CloudTalk Searches Your Connected Tools
Using your CRM or helpdesk integrations, CloudTalk pulls relevant information tied to that phone number—like the contact’s name, company, past interactions, ticket history, and notes.
3. Caller Details Pop Up Instantly
That information is displayed in real time on the agent’s screen as the phone rings—before they even answer. This includes all the context they need to personalize the conversation from the first second.
4. The Agent Starts With Full Context
Because the agent already knows who they’re speaking to and why they might be calling, they can jump straight to solving the issue—improving speed, satisfaction, and outcomes.
Deliver better service and faster resolutions with information at your fingertips.
Key Benefits of Call Pop
1. Handle Calls Faster
When agents see caller details upfront, they skip repetitive questions and get straight to problem-solving. This leads to faster, more efficient conversations—especially during high-volume periods.
Real-Life Example
How Glovo Handled 82% More Calls with CloudTalk
When Glovo’s global support team needed to scale fast without sacrificing quality, they turned to CloudTalk’s Power Dialer and custom call scripts—tools that gave agents the caller context they needed before every conversation.
Features like Call Pop, paired with integrated call scripts, allowed Glovo agents to handle 82% more calls in just three months, while reducing missed calls by 24%. By arming agents with real-time information the moment the phone rang, CloudTalk helped Glovo streamline operations and serve more customers—faster.
“Thanks to CloudTalk, we managed to greatly improve our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend.”
Yohann Bensadoun – Global Supply Growth at Glovo
Read the Full Story
2. Personalize Customer Interactions
Call Pop helps agents greet customers by name, reference past interactions, and tailor their approach in real time—making conversations feel personal, not scripted.
3. Improve First Call Resolution
With instant context, agents are more likely to resolve issues on the first attempt—without transferring the caller or requesting a follow-up. This directly boosts First Call Resolution (FCR) rates.
4. Stress Less, Focus More
Call Pop eliminates the scramble to dig up customer info mid-call, reducing agent cognitive load. With fewer distractions, agents can focus fully on improving customer experience.
5. Handoff Seamlessly Between Teams
When a customer is transferred to another department, the next agent sees the same pop-up with full context—so the caller doesn’t have to repeat themselves.
Boost speed, satisfaction, and agent performance with Call Pop.
What Information Does Call Pop Display?
Call Pop isn’t just a name and number—it’s a live snapshot of everything your agent needs to handle the call with confidence and context. Here’s what typically shows up the moment the phone rings:
Personal Information (Name, Location, Contact)
At a glance, agents can see the caller’s full name, phone number, and location—so they can greet them properly and confirm identity without asking repetitive questions.
Customer History (Past Interactions, Support Tickets)
Call Pop displays previous call logs, notes from past agents, and helpdesk tickets, giving agents instant continuity for smoother, more informed conversations.
Purchase Records (Products/Services Bought)
Knowing what the customer has bought (and when) helps agents tailor their answers, upsell relevant add-ons, or troubleshoot specific issues faster.
Open Issues or Tickets
If the caller already has an unresolved issue, it appears front and center—so agents can pick up where the last conversation left off instead of starting from scratch.
Account or Subscription Status
Active or paused account? Premium support tier? Subscription renewal overdue? This info gives agents the full picture before the conversation even begins, so customers feel that you care about their experience.
Signs Your Contact Center Needs Call Pop
Not sure if Call Pop is worth it? If any of these sound familiar, it might be time to upgrade:
- Is your Average Handle Time too high? Having information about customers means you don’t have to ask repeat questions.
- Is your First Call Resolution below target? By already knowing your customer, you can resolve issues faster.
- Are agents missing key customer context mid-call? Equip your agents with confidence by giving them the information they need.
- Are customers frustrated from repeating themselves? Build loyalty and trust with customers who know you care.
Give your agents the tools to solve faster, serve smarter, and improve every call.
How to Integrate Call Pop Into Your Customer Service Process
Call Pop sounds great—but how do you actually get it up and running? Here’s what you’ll need to make it part of your daily workflow:
1. Choose a VoIP System That Supports Call Pop
Start with a business phone system like CloudTalk that offers built-in Call Pop functionality. Without native support, you’ll need custom development or third-party tools, which means more setup and higher costs.
2. Connect Your CRM or Helpdesk
To display real customer data, Call Pop needs access to your systems of record. CloudTalk integrates with CRMs like HubSpot, Salesforce, and Pipedrive, as well as helpdesk tools like Zendesk and Intercom.
3. Map the Fields You Want to Display
Decide which data fields matter most to your agents—like contact details, ticket history, or account status—and sync them during setup. Most integrations let you customize what’s shown in the pop-up card.
4. Train Your Agents
Once Call Pop is live, walk your team through how to use it effectively: how to read the card, reference key details, and personalize calls without wasting time.
5. Monitor and Optimize
Use your call analytics dashboard to track how Call Pop is impacting handle time, satisfaction, and resolution rates—and refine as you go.
Call Pop
What Call Pop Is Not
It’s not an AI assistant or chatbot. It doesn’t replace your agents—it empowers them with information. Unlike broader automation tools, Call Pop is laser-focused on surfacing the right customer data at the right moment.
See Call Pop in Action
Call Pop isn’t just a nice-to-have—it’s a strategic advantage for any contact center that wants to move faster, personalize service, and keep customers happy. By giving your agents the right information before the call begins, you reduce handle time, improve resolution rates, and create a smoother experience for everyone.
Start your free CloudTalk trial today and see how Call Pop helps your team greet customers by name, skip repetitive questions and solve issues faster from day one.
See how Call Pop gives your agents the context they need to handle every call faster and smarter.
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